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I'm facing a problem in automatic case creation.
Task is :
I have a task where I have to create a case. when some one send's a email , automatic case as to be created and there should be auto response to the customer. so please can any one help on this , I have a demo tomorrow.
my skype id:sunil_gowda4344
gmail id :firstname.lastname@example.org
phone no: +9710524217221
Please refer below links
Please mark my answer as verified if you found it helpful
Thanks for the reply.
I have tried this but i'm not able to track email and send automatic response.
Set up automatic record creation rules and write a OOB workflow to send an email on case creation
Follow the links below
Creating automatic record creation rules
Send automatic email
Follow the steps below:
Go to settings>>Service management>>Automatic record creation & updation
Click on new
Give your record a name, set source type as email, if you have a queue (required) having a specific email id on which you want case to be created enter that queue. After you save the form, other options will be activated. You should do as highlighted below:
In the same form, on the right hand side click on +, to add conditions:
After you enter the name and save record, then only conditions will appear, set it like shown below:
Set additional properties of the case if you wish, by default is already set like shown below:
Save & Close, case set properties
Save & Close, conditions
Activate the rule like shown below:
Once activated, test it, it will work
i'm able to track the mail now , but automated response is not going. I have followed the procedure still there is no automated response.
Have you checked your email settings? If they are alright and still automated response is not going; i would suggest you an alternative for demo purpose:
Create a realtime workflow
Trigger on case creation
send email to case customer
Also, check whether your case customer contains an email ID or not, that might be another reason for no emails.
Could you please check in your Email activity as in sent email is in which status.
Thank you Prashanth.
Mridula I just checked status it is still in pending .
what is the next step?
Please share your mailbox settings
Go to settings >>Email Configuration >> mailboxes >> test and enable it..... share a screenshot
Are you using outlook or server side sync, if you are using trial crm, you will have to use outlook for sending emails
Hi Sunil,Please check for mailbox settings in settings->Email Configuration->mailbox->check for your active mailbox and in synchronization method, set incoming and outgoing email as 'Microsoft dynamics CRM for Outlook'.
test and enable it.
Please post screenshot of mailbox setting if you still face the issue.
Since you are selecting a queue in your auto-creation record and you have MS Outlook for outgoing emails. Queue can send out emails via server side sync or email router or else you must have a forward email box whose email id you can use in the queue.
Since you have outgoing email from outlook for the queue, thats why emails are going in pending send
Thanks for the help.
Out-of-box record creation rules for Email-to-Case is very basic in terms of functionality. If you are looking for a more comprehensive solution, then try out Zap Helpdesk - Email to Case App!
Below are few features:
and many other features...
I have set up Auto Case Creation rule but facing an issue . It works fine with the Email moved to the specific Queue but not showing up the case . Please find the screenshot below and share comments :
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